Ticketing Software

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Thanks to the powerful ticketing dashboard, you can now sail through your customer queries smoothly.

MULTIPLE CUSTOMER SUPPORT CHANNELS

Integrate all your customer communication channels with Kapdesk

Customer conversations can become cumbersome to manage due to the sheer number of communication channels across the board. Kapdesk integrates all your communication channels at one place.

Stay on top of your growing inbox with email ticketing system.

Keep track of all the incoming calls with the help of voice tickets.

Manage all your social media interactions with social media ticketing.

Focus on what needs your immediate attention and resolve any issues at hand swiftly! Kapdesk’s smart ticketing system allows you to handle tickets on a priority-based structure. You can set high, medium or low priority to each of your tickets.

Make customer conversations a hassle-free experience with sophisticated ticketing software.

CUSTOMER DATA

THE RIGHT DATA WILL HELP YOU PERSONALIZE YOUR CUSTOMER INTERACTIONS

Now, know your customer even before you start interacting with them. You can view your customers’ history, who dealt with them last and their preferences, all with the help of Kapdesk’s advanced ticketing software!

The wide array of engagement features in Kapdesk allows you to understand your customers better. The support ticket system also enables you to access customer data with ease, letting you engage in meaningful conversations instead of keeping them in a queue.

INTELLIGENT TICKET RESOLUTION

OPEN | RESOLVE | CLOSE | REPEAT

Kapdesk’s support ticket system proactively tracks the progress of a ticket, right from the moment of its inception. View every individual ticket’s status at a glance. Know immediately if a ticket is resolved, pending or assigned.

Enquiries can be easily reassigned if needed, ensuring that the flow of customer conversations is never interrupted. With preset filters, auto-assign complex queries to team experts.

For instance, tickets that contain keywords like ‘not working’ can be automatically assigned to your service team experts. Auto-assigning ensures that the tickets are dealt with swiftly and in an apt manner.

AUTOMATED QUERY RESPONSES

INITIATE CONVERSATIONS EVEN WHEN YOU ARE NOT AT YOUR DESK

The key to a great customer conversation is giving them an experience that they will cherish.

But, you cannot attend to your customers appropriately if you are stuck with monotonous work. Automatically convert your customers’ queries into tickets and keep your customer base organized, with the relevant information accessible at a moment’s notice.

Kapdesk’s ticketing system lets you set automated default responses to common queries so that you can focus on what’s important while making sure that your customers don’t go unattended.

SLA AND ESCALATION

SET DEFINITE RULES AND PROTOCOLS

An escalation matrix is a powerful ticketing tool that allows you to set response times and create different levels of escalation. For instance, when a ticket is not being attended to in a particular time, the matrix will be put into effect and the matter will be escalated in the manner specified to the matrix. In this way, your channels of customer support are given the boost that they deserve.

The ticket reporting system enables you to view key performance metrics and create reports to set data-driven goals. The summary generated in the report makes it easy for you to understand your agents and get down to what’s important.

LET'S HAVE A CONVERSATION

Leverage customer service platform with an online destination for 24/7 support to help your customers answer their own questions. With Kapdesk Help Center you can create a knowledge database, and customer portal that fits in seamlessly with your brand in a matter of moments.
Kapdesk streamlines your support infrastructure with real time features like ticket views, prompters and necessary automations. This helps you deliver better customer service and relevant, to the point conversations.